"Subject Line" doesn't exist for Contact Form submissions to Conversation Inbox

hcheney · ‎Feb 12, 2020

Hi there,

I have set up a Contact form and connected it to my conversations inbox. Unfortunately, when a user submits the form the form submission message comes through to the conversations inbox without any "Subject line".

I added a field called 'subject' in the form itself but this just comes into the message, not as the actual email subject in the conversations inbox. As we want our employees to be able to hit reply and have a valid email subject from the form submitter, how can we achieve this? I don't even seem to be able to enter in a subject line in the conversations email reply to a form submission. Can anyone help?

webskipper · ‎Jun 10, 2020

Thanks, @viath - It finally works!

How did you figure it out?

Any way, I wish I could mark your reply as solution to this thread, but it seems I can't.

I'm going to repeat it here so there's less chance of readers missing the solution.

Solution:

Edit the Form
Include a new "Single-line text" with a group of "Email Information" and label "Subject" (internal name "subject") - You can choose a different label if you prefer, but internal name has to be "subject".

Any Form that has a "subject" Field submitted through should populate the Subject field in Conversation email replies automatically.

This solution is tested and confirmed working for both the Quick Reply and the the Email Editor

View solution in original post

jlariccia · ‎Nov 4, 2021

Hey team. As a customer support specialist for HubSpot, it would be beneficial to see this capability for customers. Thank you! 🙂

jordancollins1 · ‎Nov 2, 2020

Hi all, I am testing out this platform and I love it. The only problem I have, is this missing subject line. It makes my emails look very unprofessional. Is there a fix for this problem yet?

Cheers

Jordan

PamCotton · ‎Nov 4, 2020

Hello @jordancollins1,

Glad you are loving it! Could you please share with us a screenshot of how your subject is setup currently?

The more information, screenshots, and details you can provide, the better I can advise on the next steps.

Thank you,

Pam

Você sabia que a Comunidade está disponível em outros idiomas?
Participe de conversas regionais, alterando suas configurações de idioma !

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Join regional conversations by changing your language settings !

Adam_DROPLET · ‎Nov 4, 2020

Hi @PamCotton,

I have exactly the same issue as @jordancollins1. I have tried the solution written above but no luck. You can see the screenshots below.

PamCotton · ‎Nov 6, 2020

Hello @Adam_DROPLET, since currently there is no way to have a subject line pulled in for form submissions, just wanted to confirm if you tired both recommended workaround?

Thank you,

Pam

Você sabia que a Comunidade está disponível em outros idiomas?
Participe de conversas regionais, alterando suas configurações de idioma !

Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !

Adam_DROPLET · ‎Nov 6, 2020

Hi @PamCotton, that is right, I have tried both workarounds and also contacted the Hubspot chat support that did not know any possible solutions.

Thank you,

Adam

PamCotton · ‎Nov 9, 2020

Hello @Adam_DROPLET,

Since these are workarounds because currently there is no way to have a subject line pulled in for form submissions.

I would highly recommend you to please post this idea at our ideas forum (here).

Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue to advocate for its implementation on your behalf by upvoting on the thread as well.

Thank you,

Pam

Você sabia que a Comunidade está disponível em outros idiomas?
Participe de conversas regionais, alterando suas configurações de idioma !

Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !

PavelBely · ‎Oct 14, 2020

@FrenchMarket unfortunately no

PamCotton · ‎Oct 15, 2020

Hello @FrenchMarket @brentmartel , did the steps from @webskipper are the ones that is not working?

Kindly,

Pam

Você sabia que a Comunidade está disponível em outros idiomas?
Participe de conversas regionais, alterando suas configurações de idioma !

Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !

brentmartel · ‎Oct 15, 2020

Hi @PamCotton ,

That's correct, tried the steps from @webskipper and it doesn't seem to work anymore. Subject field from gravity forms ends up in my subject text field in HS but the subject line doesn't populate in the conversation inbox.

PamCotton · ‎Oct 16, 2020

Hello @brentmartel

If you are still unable after following these steps, I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, including hopping on a screenshare if necessary.

Kindly,

Pam

Você sabia que a Comunidade está disponível em outros idiomas?
Participe de conversas regionais, alterando suas configurações de idioma !

Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !

FrenchMarket · ‎Oct 10, 2020

Hi Pav,

Does this method still work in Hubspot?

PavelBely · ‎Oct 9, 2020

thank you @PamCotton

Please find the screenshots below.

1. Here's how I added Subject field to the form

2. The form with added Subject field before submission

3. The form in conversation, please mind subject line is not set

brentmartel · ‎Oct 10, 2020

Agree, does not seem to work anymore? Can anyone confirm that it still works for them? (using a "subject" field)

PavelBely · ‎Oct 9, 2020

del

ppreston · ‎Sep 28, 2020

Was this obvious requirement ever released? I cannot find a clear path to modifying the Conversational Email Form. Please advise

PamCotton · ‎Sep 28, 2020

Hello @ppreston

Could you please provide us more details of your end goal? Did the solution provided did not worked?

The more information, screenshots, and details you can provide, the better I can advise on the next steps.

Thank you,

Pam

Você sabia que a Comunidade está disponível em outros idiomas?
Participe de conversas regionais, alterando suas configurações de idioma !

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Join regional conversations by changing your language settings !

PavelBely · ‎Oct 9, 2020

@PamCotton Solution listed above stopped working couple weeks ago.

That is now adding field with internal name=subject has no effect, subject line is empty.

I confirm couple weeks ago it worked.

Any plans for fixing that?

PamCotton · ‎Oct 9, 2020

Hello @PavelBely

Could you please provide us more details about it? The more information, screenshots, and details you can provide, the better I can advise on the next steps.

Kindly,

Pam

Você sabia que a Comunidade está disponível em outros idiomas?
Participe de conversas regionais, alterando suas configurações de idioma !

Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !

JohannesDryft · ‎Jun 7, 2020

Hi all,

I have the same issue with missing subline. Im very surprised when I found this... Hubspot should be the leaders on marketing and we are forced to send emails without a subject line.

I also experianced that when replying a submittend form then not even the original message is included... In other words, the person that submitted the form gets an email back without a subject line and with not text of their original email. Is this the same for all of you?

My work around is to compose a new email to the customer so I can write a subject line and then I copy past the customers contact from text and write the corresonding answer.

CRM